Company and Marketing Strategy: Partnering to Build Customer Relationships

Company and Marketing
Strategy: Partnering to Build
Customer Relationships
22
Principles of Marketing

Learning Objectives
After studying this chapter, you should be able to:
1. Explain companywide strategic planning in its four steps
2. Discuss how to design business portfolios and develop growth
strategies
3. Explain marketing’s role in strategic planning and how
marketing works with its partners to create and deliver
customer value
4. Describe the elements of a customer-driven marketing
strategy and mix, and the forces that influence it
5. List the marketing management functions, including the
elements of a marketing plan, and discuss the importance of
measuring return on marketing investment
2-2

Chapter Outline
1. Companywide Strategic Planning: Defining
Marketing’s Role
2. Planning Marketing: Partnering to Build
Customer Relationships
3. Marketing Strategy and the Marketing Mix
4. Managing the Marketing Effort
5. Measuring and Managing Return on
Marketing Investment
2-3

Companywide Strategic Planning:
Defining Marketing’s Role
Strategic Planning
Strategic planning is the process of
developing and maintaining a strategic fit
between the organization’s goals and
capabilities and its changing marketing
opportunities
2-4

Defining a Market-Oriented Mission
Mission statement: The organization’s
purpose, what it wants to accomplish in the
larger environment
Market-oriented mission statement:
Defines the business in terms of satisfying
basic customer needs
2-5

Setting Company Objectives and Goals
• Business objectives
• Marketing objectives
2-6

Designing the Business Portfolio
The business portfolio is the collection of
businesses and products that make up the
company
2-7

Analyzing the Current Business Portfolio
Analyzing the current business portfolio
is the process by which management
evaluates the products and businesses
making up the company
2-8

Steps in Analyzing the Current Business Portfolio
1. Identify key businesses making up the
company
2. Assess the attractiveness of its various
SBUs
3. Decide how much support each SBU
deserves
2-9

Identify key businesses making up the company
• Strategic business unit (SBU) is a unit of the
company that has a separate mission and
objectives that can be planned separately from
other company businesses
• Company division
• Product line within a division
• Single product or brand
2-10

Assess the attractiveness of various SBUs and
decide how much support each deserves
2-11

The Boston Group Approach
Growth share matrix is a portfolio planning method that
evaluates a company’s strategic business units in terms of
their market growth rate and relative share
Strategic business units are classified as:
• Stars
• Cash Cows
• Question marks
• Dogs
2-12

Stars are high-growth, high-share businesses or products
requiring heavy investment to finance rapid growth.
They will eventually turn into cash cows.
Cash cows are low-growth, high-share businesses or products
that are established and successful SBUs requiring less
investment to maintain market share
2-13

Question marks are low-share business units in high-growth
markets requiring a lot of cash to hold their share
Dogs are low-growth, low-share businesses and products that
may generate enough cash to maintain themselves but do
not promise to be large sources of cash
2-14

Problems with Matrix Approaches
• Difficulty in defining SBUs and measuring
market share and growth
• Time consuming
• Expensive
• Focus on current businesses, not future
planning
2-15

Defining Marketing’s
Role
Developing Strategies for Growth and Downsizing
Product/market expansion grid is a tool for
identifying company growth opportunities
through market penetration, market
development, product development, or
diversification
2-16

Defining Marketing’s
Role
• Product/market expansion grid strategies
• Market penetration
• Market development
• Product development
• Diversification
2-17

Market penetration is a growth strategy
increasing sales to current market segments
without changing the product
Market development is a growth strategy
that identifies and develops new market
segments for current products
2-18

Companywide Strategic Planning
Product development is a growth strategy
that offers new or modified products to
existing market segments
Diversification is a growth strategy through
starting up or acquiring businesses outside
the company’s current products and markets
2-19

Companywide Strategic Planning
Downsizing is the reduction of the business
portfolio by eliminating products or business
units that are not profitable or that no longer
fit the company’s overall strategy
2-20

Planning Marketing: Partnering
to Build Customer Relationships
Partner Relationship Management
Partner relationship management is the
process of working closely with partners in
other company departments to form an
effective value chain that serves the
customer, as well as partnering effectively
with other companies in the marketing
system to form a competitively superior
value-delivery network
2-21

Value chain is a series of departments that
carry out value-creating activities to
design, produce, market, deliver, and
support a firm’s products
2-22
Partnering with Other Company Departments

Value delivery network is made up of the
company, suppliers, distributors, and
ultimately customers who partner with
each other to improve performance of the
entire system
2-23
Partnering with Others in the Marketing System

Marketing Strategy and the
Marketing Mix
Marketing Strategy
Marketing strategy is the marketing logic by
which the business unit hopes to achieve its
marketing objectives
2-24

Marketing Mix
Customer-Driven Marketing Strategy
Market segmentation is the division of a
market into distinct groups of buyers who
have distinct needs, characteristics, or
behavior and who might require separate
products or marketing mixes
2-25

Marketing Mix
Market segment is a group of consumers
who respond in a similar way to a given set
of marketing efforts
Target marketing is the process of evaluating
each market segment’s attractiveness and
selecting one or more segments to enter
2-26

Marketing Mix
Market positioning is the arranging for a
product to occupy a clear, distinctive, and
desirable place relative to competing
products in the minds of the target
consumer
2-27

Marketing Mix
Developing an Integrated Marketing Mix
Marketing mix is the set of controllable
tactical marketing tools—product, price,
place, and promotion—that the firm blends
to produce the response it wants in the
target market
2-28

Marketing Mix
The four Ps
• Product
• Price
• Place
• Promotion
2-29

Marketing Mix
The four Ps
Product is the goods and services in
combination that the company offers to the
target market
Price is the amount of money customers have
to pay to obtain the product
2-30

Marketing Mix
The four Ps
Place is the company activities that make the
product available to target customers
Promotion is the activities that communicate
the merits of the product and persuade
target customers to buy it
2-31

Marketing Mix
The 4 Ps versus The 4 Cs
Product Customer solution
Price Customer cost
Place Convenience
Promotion Communication
2-32

Managing the Marketing Effort
Managing the marketing effort requires:
• Analysis
• Planning
• Implementing
• Controlling
2-33

Marketing Analysis
Analysis is the complete analysis of the
company’s situation in a SWOT analysis
that evaluates the company’s:
• Strengths
• Weaknesses
• Opportunities
• Threats
2-34

Marketing Analysis
Strengths include internal capabilities,
resources, and positive situational factors
that may help to serve company customers
and achieve company objectives
Weaknesses include internal limitations and
negative situational factors that may
interfere with company performance
2-35

Marketing Analysis
Opportunities are favorable factors or trends in
the external environment that the company
may be able to exploit to its advantage
Threats are unfavorable factors or trends that
may present challenges to performance
2-36

Market Planning
Planning is the development of strategic and
marketing plans to achieve company
objectives
Marketing strategy consists of the specific
strategies for target markets, positioning, the
marketing mix, and marketing expenditure
levels
2-37

Sections of a marketing plan include:
• Executive summary
• Current marketing situation
• Threats and opportunities
• Objective and issues
• Action programs
• Budgets
• Controls
2-38
Market Planning

Marketing Implementation
Implementing is the process that turns marketing
plans into marketing actions to accomplish strategic
marketing objectives
Successful implementation depends on how well the
company blends its people, organizational structure,
decision and reward system, and company culture
into a cohesive action plan that supports its
strategies
2-39

Marketing Department Organization
• Functional
• Geographic
• Product
• Market or customer management
2-40

Functional organization: This is the most
common form of marketing organization with
different marketing functions headed by a
functional specialist
• Sales manager
• Market research manager
• Customer service manager
• New product manager
2-41

Geographic organizations: Useful for companies
that sell across the country or internationally.
Managers are responsible for developing strategies
and plans for a specific region.
Product Management: Useful for companies with
different products or brands. Managers are
responsible for developing strategies and plans for
a specific product or band.
2-42

Market or customer management
organization: Useful for companies with
one product line sold to many different
markets and customers. Managers are
responsible for developing strategies and
plans for their specific markets or
customers.
2-43

Customer management involves a customer
focus and not a product focus for managing
customer profitability and customer equity
2-44

Marketing Control
Controlling is measuring and evaluating
results and taking corrective action as
needed
• Operating control
• Strategic control
2-45

Marketing Control
Operating control involves checking ongoing
performance against annual plan and taking
corrective action as needed
Strategic control involves looking at whether
the company’s basic strategies are well
matched to its opportunities
2-46

Marketing Control
Marketing audit is a comprehensive,
systematic, independent, and periodic
examination of a company’s environment,
objectives, strategies, and activities to
determine problem areas and opportunities
2-47

Measuring and Managing Return
on Marketing Investment
Return on Marketing Investment
(ROI)
Return on marketing investment (ROI)
is the net return from a marketing
investment divided by the costs of the
marketing investment. Marketing ROI
provides a measurement of the profits
generated by investments in marketing
activities.
2-48

Measuring and Managing Return on
Marketing Investment
Customer-Centered Measures
• Customer acquisition
• Customer retention
• Customer lifetime value
2-49

Company and Marketing Strategy: Partnering to Build Customer Relationships

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